Magento Enterprise Edition 1.11

RMA Processing – Overview and Screenshots

Overview of workflow

Enable RMA on Frontend so customers can request an RMA

New RMA option on order allows for RMA process to be managed

New Return option in My Account

Customer enters quantity to return at order item level, plus desired resolution (exchange, refund, store credit)

Customer enters condition of item being returned

Customer enters reason for return – all these drop-downs are configurable

Comment is optional in default theme

A completed RMA request in My Account

Back-office shows pending and in-progress RMA requests

Back-end allows RMAs to be approved, then to mark as received and to complete process – could be store credit, refund, or exchange (via store credit)

Key functionality

• Customers (and customer service) can create RMA requests

• Customers can see status of RMA process on their orders

• Customer service can progress RMAs through Magento back-end

• All integrated into order history and Magento admin actions log